Customer Success Associate
Remote – Full Time – US
A Customer Success Associate is the champion of customer satisfaction, ensuring clients achieve their goals and maximize the value of our product or service. They build strong relationships, guide new customers through onboarding, provide proactive support, address any issues, identify growth opportunities for the firm, and gather valuable feedback to drive improvements. With their customer-centric approach and problem-solving skills, they foster loyalty and contribute to long-term success.
Responsibilities:
- Client Onboarding and Training
- Client Support
- Product Setup
- Technical Support
- User Management
Accountability & Impact:
- Drive product adoption for a portfolio of 150+ accounts by supporting our clients through onboarding and support
- Set up new customers with Gray DI PES Software
- Monitor and respond to customer support requests
- Host Office Hours
- Host product overviews and training
- User management and security
What You Bring to the Role:
- Passionate about technology and customer success and dedicated to driving client outcomes
- Excited to present product knowledge to big groups
- Excellent communication, relationship-building, and problem-solving skills
- Aptitude for simply communicating complex technical issues
- Strong analytical ability
- Proactive, organized, and able to manage multiple priorities effectively
- Experience in customer success or a related field is preferred.
What you will be measured on:
- Client retention
- Activities that drive adoption, value realization, and renewals
Requirements:
- 2+ years in a customer-facing role
- Prior experience in a Customer Success or Account Management role is preferred but not required
- Comfort speaking with contacts at all levels of executives (President, Provost, VP of Finance, Director, and all other levels of leadership)
- Experience at a B2B Technology, Data Analytics, or SaaS company is preferred, but not required
Join us at Gray Decision Intelligence and play a pivotal role in shaping the success of our innovative software solutions for higher education. Don’t miss this opportunity to be part of a dynamic and collaborative team.
If you are interested, please send an email with your resume to Juanel.Oriach@graydi.us.
This job description provides a high-level overview of the responsibilities and requirements of the position. It is not exhaustive and may be subject to change or modification based on the company’s needs.
About Gray Decision Intelligence: Gray DI provides data, software and facilitated processes that power higher-education decisions. Our data and AI insights inform program choices, optimize finances, and fuel growth in a challenging market – one data-informed decision at a time.
Gray DI is an equal-opportunity employer and we value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
